Amazon Connect Specialist

2 hours ago

Gandhinagar, Gujarat, India Etech Global Services Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Remote

What We Offer:

  • Opportunity to work on cutting-edge AWS technologies
  • Dynamic, collaborative work environment
  • Competitive salary and benefits
  • Flexible work arrangements

What you will be doing:

  • Amazon Connect Configuration & Support o Design, configure, and maintain Amazon Connect instances, routing profiles, queues, contact flows, and prompts.
  • Implement and manage integrations with AWS Lambda, Lex bots, Kinesis, DynamoDB, and S3 for call analytics and automation.
  • Set up call recording, transcription, sentiment analysis, and contact trace record (CTR) exports
  • IVR and Conversational AI Development
  • Build advanced contact flows using Amazon Lex and AWS Lambda to support natural language understanding (NLU).
  • Implement menu-based and AI-powered IVRs tailored to business workflows.
  • Platform Integrations
  • Work closely with CRM, WFM, ticketing platforms (e.g., Salesforce, Zendesk), and analytics tools to ensure seamless data flow and agent desktop experience.
  • Enable third-party integrations via REST APIs and event-driven architectures.
  • Monitoring, Troubleshooting, and Optimization
  • Use CloudWatch, CloudTrail, and Amazon Connect metrics to monitor and troubleshoot performance issues.
  • Analyze contact center KPIs (AHT, CSAT, FCR, containment rate) and optimize flows accordingly.
  • Security and Compliance o Ensure system security aligns with internal policies and external regulations (e.g., HIPAA, PCI).
  • Manage IAM roles, permissions, and encryption policies. Stakeholder Engagement & Documentation
  • Collaborate with business analysts, product managers, and CX teams to gather requirements and deliver customer-centric solutions.
  • Document architecture, flow diagrams, and change management processes.

What we expect to have:

  • 3+ years of experience working with Amazon Connect
  • Strong hands-on experience with AWS services: Lambda, Lex, CloudWatch, IAM, S3, DynamoDB
  • Experience designing contact flows, IVRs, and self-service solutions
  • Proficiency in scripting or Python) for Lambda functions
  • Familiarity with contact center operations, KPIs, and metrics
  • Excellent problem-solving skills and attention to detail
    •
  • Strong written and verbal communication skills
  • AWS Certified Solutions Architect or AWS Certified Developer Experience with Salesforce, Zendesk, or ServiceNow integration
  • Familiarity with call recording/transcription services (Amazon Transcribe, Kinesis)
  • Experience with Visual IVR, SMS integrations, or conversational AI

Job Title

:

Amazon Connect Specialist

Department

:

Customer Experience

Location

:

Gandhinagar

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